Vendor Details

ManageEngine

www.manageengine3.com

India

About ServiceDesk Plus

ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand.

Pros: We have a ticketing system now! It's nice to have a central location for users to email and have it automatically generate tickets. I think the end users appreciate having an interface where they can see the status of issues that they've raised.

Cons: Not terribly intuitive. Need HTML email! My boss doesn't like the interface. Says that it's too busy and that it's just "too much". It would be nice if the automatic emails that get generated were a little prettier than just normal text. Maybe that's something that I'm just missing and can go back and explore further.

Recent ManageEngnie Service Desk Implementation

Oct 05, 2017

Mike Flores

Recruiter

Curo Health Services

Medical Practice, 1001-5000 employees

Used the software for: 6-12 months

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Overall, this produce has been a benefit to our organization.

Overall: Reduced cost and greater efficiency within the ICT support process.

Daily workhorse

Aug 08, 2017

Chris Grist

SharePoint Architect

Beach Energy Ltd

Oil & Energy, 201-500 employees

Used the software for: 2+ years

Reviewer Source

Source: GetApp

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

3
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Easy to use and configure
Use it daily for our helpdesk and have implemented it in 3 different organisations meeting the needs of all

Cons: Some things like change management are a bit confusing and cumbersome to use but the set of features is fantastic for the price.

Powerful and Simple

Jun 08, 2017

Nuno Oliveira

IT Manager

CHETOCORPORATION

Machinery, 11-50 employees

Used the software for: 6-12 months

Source: GetApp

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The best pro is the integration with other tools from ManagedEngine as DesktopCentral. The integration as give me a big return in time of deployment and helpdesk

Cons: Infinite auto response loop and too expensive for a small business companies. The language interface is not in portuguese

ManageEngine ServiceDesk Plus offers a very mature feature set that conforms to ITIL best practices

Jun 07, 2017

Guillermo Mazzoni

Director

Latin Asset

Used the software for: Less than 6 months

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Pros: begins at $395 for a 2-technician license and 250 nodes in the Professional edition. Menu bar provides easy access to important features.

Cons: On-premises licensing not as flexible as cloud service pricing. The interface is definitely more difficult to use than others.

Service plus

Apr 03, 2017

Ben Jones

SMc packaging

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Comments: Good method for tracking help desks requests. Good user access for web portal and email options. Great

Got our help desk working

Apr 03, 2017

Brandon Zimmerman

Smc packaging

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Comments: We did not have a help desk software and this got us up and running without any problems. It is running good to this day.

What is ITSM

Mar 31, 2017

Anthony Maddison

Director

Maddison Accountancy Services

Accounting, 1-10 employees

Source: Capterra

1/5

Overall

1
/
5

Ease of Use

1
/
5

Features & Functionality

1
/
5

Customer Support

Comments: What is ITSM. I wish that professionals would stop using initials/abbreviations like this. If you wish to use initials, please bracket the full title after the first time of use. I always practice this!

Like ronseal

Jan 17, 2017

David Pollitt

Svc Del Mgr

MG

Retail, 201-500 employees

Used the software for: 1-2 years

Source: Capterra

3/5

Overall

3
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Simplicity

Cons: Infinite auto response loop

Overall: Manage engine allows us to track tickets but on occasion, the ux seems counter intuitive, not to mention the dreaded out of office infinite loop.

Great product

Dec 12, 2016

Marc Ethier

Technical Analyst

CscProvidence

Primary/Secondary Education, 1001-5000 employees

Used the software for: Less than 6 months

Source: Software Advice

4/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: I thought it was a great product that was easy to use and setup.
However our purse strings are just a little too tight.

Pros: easy to setup, support was quick to answer back.

Cons: too expensive for a small school board
the free standalone version has no support.

Recommendations to other buyers: if this is in your price range, you should really take a look at it.

Basic Helpdesk Application

Dec 05, 2016

Mark Shields

Shamrock Trading Corp.

Financial Services, 201-500 employees

Used the software for: 2+ years

Source: Capterra

2/5

Overall

4
/
5

Ease of Use

2
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons: ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Overall: Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Recommendations to other buyers: If you need a very basic IT support system, then ServiceDesk Plus from ManageEngine might be a good fit. However, evaluate all of the features (or lack thereof) and your long-term objective before deciding on this product. This application has not changed or been updated in several years.

Decent product for the money

Nov 15, 2016

Greg Hodge

IT Manager

Fidelity Bank

Banking, 201-500 employees

Used the software for: Less than 6 months

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

3
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: This product was fairly easy to setup once we learned the basics. It integrates with AD well and the screens are highly customizable. It does not lend itself to customer tickets in an organization like ours with several thousand customer contacts. It is also difficult to ascertain the exact time spent on each case.
Great product for the money.

Pros: Easy setup.
Integrates with AD.

Cons: Support is a bit difficult to obtain but appears to be getting better.

Value for Money

Oct 12, 2016

Zia Ken

Technical Consultant

udk

Information Technology and Services, 11-50 employees

Used the software for: 2+ years

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: More advanced Features like Field and Form Rules

Cons: UI, Less API

Overall: I have been with SDP more than 5+ Years
They have very good features like Incident and Change Management.
End Less Custom Integrations can be done using Custom Triggers.

Recommendations to other buyers: UI is bit old but all your requirements will be fulfilled.

Enterprise features and functionality

Oct 11, 2016

Frank Soyer

IT Manager

Publix IT Support

Food & Beverages, 1001-5000 employees

Used the software for: 1-2 years

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Expandable platform

Cons: You can implement this solution with training but why would you. Every solution is time consuming. Leave it to the professionals.

Overall: Wonderful platform large and small organizations. Couple this solution with a local professional services organization that can implement your ITIL service desk that everyone will embrace. It's a win for everyone!

Recommendations to other buyers: Engage with a local IT Service Management firm to implement any solution.

Configuration Management done right

Oct 07, 2016

jay grast

zinia

Source: Capterra

2/5

Overall

1
/
5

Ease of Use

4
/
5

Features & Functionality

2
/
5

Value for Money

Comments: There's alternatives in the space, but ManageEngine has been around for a long time, and provides traditional interfaces to monitoring, code review, and infrastructure management. Tie ins also with vmware and linux to support deploying new software and hardware.

Tech support actually best part of the product

Aug 30, 2016

dc kc

no thanks

Non-Profit Organization Management, 201-500 employees

Used the software for: 2+ years

Source: Capterra

3/5

Overall

2
/
5

Ease of Use

3
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.

Recommendations to other buyers: before committing to buy look out for:
- ease of configuration outside of basics (scripting required for some things like useful reports)
- extent of configuration capability (some things we'd like just weren't possible - but are with other software)
- technician to technician ticket update notifications
- (advertisements built in for) upsell of functionality / additional components

Good

Jan 29, 2016

Larry Leonard

IT

Interface

Source: Capterra

3/5

Overall

3
/
5

Ease of Use

3
/
5

Customer Support

Comments: I am still testing

Exactly as they advertise. Big 4's are a pain.

Dec 03, 2015

Basil Musa

Computer Software, 1-10 employees

Used the software for: 6-12 months

Source: GetApp

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

4
/
5

Value for Money

Comments: We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus.
ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault).
One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pros: 1. Light-weight and highly responsive. Intuitive interface.
2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki).
3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus.
4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons: Nothing major, but would like to see improvements in the following areas:
1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools.
2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature).
3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

AVOID BAIT AND SWITCH AFTER 1 YEAR

Dec 01, 2015

Chris Darrow

CounterTrade Products Inc

Source: Capterra

1/5

Overall

4
/
5

Ease of Use

1
/
5

Customer Support

Comments: They claim that ServiceDesk Plus is a free product that you only pay for the add on services and if you want support. We did not need any of the add ons and after one year with the software we did not need support once. Well our free license was expiring according to a link at the top of the servicedesk. We click on it all it does is generate a RFI from sales. Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license. So now in under a month I am having to rush and find a replacement for ServiceDesk Plus. We can easily afford the support that is not our issue. The issue is the bait and switch. I guess their sales vision is to trap companies into their product then refuse to renew unless they purchase services.

I've been happily using ServiceDesk Plus for 10 years

Jul 29, 2015

Eric Faulkner

IT Manager

Nobis Engineering, Inc.

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

Comments: I wasn't planning to write a review but when I saw a few that complained about poor tech support I felt compelled to. My experience with ManageEngine support has been entirely positive and over a very long period of time. We started using ServiceDesk Plus because it was so inexpensive compared to other solutions with a similarly rich feature set. But I quickly decided it was far batter than its price would imply.
Whenever we've had trouble they've either resolved it quickly through real-time communication with me, or they had me generate a support file that they analyzed offline. Whenever they've taken a support file from me they were attentive through the whole process and always delivered a solution. They've even written custom queries for reports I was having trouble with, all without additional payment.
I was so impressed with the product and the team that I expanded our use to include many other ManageEngine products such as OpManager, PasswordManager Pro, DeviceExpert, DesktopCentral, and OpUtils.

HORRIBLE Tech Support

Jul 09, 2015

Vicky Kinney

Help Desk Manager

CGI

Source: Capterra

1/5

Overall

3
/
5

Ease of Use

1
/
5

Customer Support

Comments: I came to this website to look for new software possibilities and saw Service Desk listed here and thought I should share my experience.
We have had an ongoing issue with Service Desk timing out with no access to sections of the Admin tab for over a year now. I can not edit any of our Tech profiles, I can not edit any Requestor profiles, I can not use all of the drop down menus within the system with out the system timing out. These are the Highlights of our issues with Service Desk. Reports are glitchy and not always accurate.
Overall the system is easy to use and would great if Tech support could resolve our issues. But the fact that we have had this ongoing for over a year is ridiculous. Spend the extra money and get a better system with good tech support.

Just Awesome

Dec 31, 2014

praveen kumar aatipamula

CEO

Sudheesah Smart Solutions

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Customer Support

Comments: Hi
I happen to try this product, Its just awesome, they have done a great job, their followup and service is as good as it can get, hats off.

Very flexible and dynamic

Comments: Helpdesk plus is simply and amazing software with so many functionality and features no one can beat helpdesk

Decent software with poor tech support

Sep 15, 2014

Neaz Ahmed

Senior Systems Engineer

AirWatch

Source: Capterra

3/5

Overall

4
/
5

Ease of Use

2
/
5

Customer Support

Comments: Manageengine's capacity and options are very good. Business rules help guide tickets and automation very well. Queues for different business units is well handled as is security trimming so only certain employees can see what they are meant to.

Couple of problems I have seen is its inability to automatically discard spam. This problem also crops up when an email is sent back to ticket creator from an automated system and they respond back and a chain reaction of run-away tickets start slowing the system down.

Second problem is that support for this product is very poor. I have had to call tech support on two occasions and both times they were less informed about their product than I was. Support is out of India and communication barrier still exists. If I explain something, it takes 2-3 more times of explaining before it sinks in. Because of this, I have not updated my instance in over a year, and now I am building a new instance to move production, rather than upgrade the existing.

I would not recommend this product unless you have basic needs and have a very strong internal IT resource who will not need to call support.

One of the BEST

Sep 11, 2014

Saleh Barakat

Transformation Consultant

Naghi Group "BMW"

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

4
/
5

Customer Support

Comments: Full integrated Help Desk solution with remote support capabilities and assets inventory "Require additional license"

Smart and easy solution

Nov 17, 2011

Robert Worthen

Source: GetApp

4/5

Overall

Comments: This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model that fits to your business needs. Very positive is that ManageEngine is completely customizable and easy to implement, no add-ons are needed.

Pros: Very flexible and easy to implement

Cons: The standard version is good enough for SMBs, for larger enterprises you need the professional or enterprise edition